Goal
Natera aimed to enhance patient experience by understanding satisfaction levels and gathering detailed feedback on their services. Their goal was to measure patient satisfaction, identify strengths, and uncover areas for improvement to address the patient's concerns immediately.
In addition, increasing response rates was a key focus. To achieve this, they wanted a frictionless and patient-friendly solution that made sharing feedback quick and effortless.
Challenges
Initially, Natera relied on Google reviews for patient feedback, but many patients were hesitant to leave public reviews. This limited their ability to gather meaningful insights into patient sentiment. Without detailed, private feedback, measuring satisfaction and identifying areas for improvement became difficult.
Another challenge was data accessibility. Since reviews couldn’t be downloaded, tracking trends over time was a struggle. With offline devices spread across multiple locations in the USA, organizing and segmenting feedback by location was complex. They needed a centralized, efficient system to gather, access, and analyze patient feedback efficiently.
Solution
To enhance their patient experience, Natera implemented Offline Surveys across multiple locations. iPads were placed in clinics to capture real-time patient feedback.
At the end of each visit, patients were guided to the satisfaction survey, making it easy to share their experience instantly. To streamline data management, Natera leveraged a dynamic dashboard with custom reports allowing them to organize and review feedback efficiently across all their locations.
How we hit the mark
Results
Natera saw a significant rise in response rates, as patients found the survey process simple and intuitive By capturing immediate feedback, responses were genuine and reflective of the patient’s experience.
One of the most impactful changes was the real-time visibility of feedback. With instant insights, Natera’s staff became more mindful of patient interactions, knowing that every experience was being monitored. This increased accountability, ensuring that any concerns were addressed immediately. As a result, patient satisfaction improved, and staff could make immediate adjustments to enhance the overall experience.
Moreover, Natera could download individual responses, track trends and analyze patient sentiment using a centralized dashboard, making it easier to identify areas for improvement.
